communication error and printer not found

[Sylvana1]

Yes, per mf it is a 2.4 Ghz router

[DavidSMP]

@Sylvana1,

I am responding here on behalf of @MKazi and thanks for the update that the router supports 2.4Ghz. It is great to have you back and your patience and troubleshooting skills are amply appreciated. I will be performing some more research and get back to you as soon as possible. I request you to give some time to help you resolve the issue.

Thanks and have a blessed day ahead.

[DavidSMP]

@Sylvana1,

I am getting back to you after doing some research here.

I would require more information in this regard.

Provide the complete model# of the router.

• Meanwhile, update the printer's firmware by following directions from this link: https://support.hp.com/bg-en/document/c02919168 using a USB cable if the firmware is available for this OS and the printer.
• Check from your ISP or the tech who installed the router, if the router supports forwarding Bonjour packets or a firmware update for the router is available.
• If it supports Bonjour packets then update the router's firmware by contacting your ISP or the technician who installed the router for you.
• Is the printer located in the same room as the router?
• If it connects to the router in the same room then the issue could be with interference in a different room.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[Sylvana1]

David,

Thanks so much for your continued support.

I have the same router I have had for over a year and it used to work just fine with the printer. I can't move either the printer or the router and like I said they used to communicate just fine.  The printer also says it is connected to the network. My computer tells me otherwise when I try to print. Both computer and printer are connected to the same network. Interestingly, altho tech support for the router told me it is 2.4g, it says 2g?

The router is an ARRIS TG 1682, given by Spectrum my internet provider.  They could not answer specifically as to whether it supports bonjour packets except to say it must because it used to work.  We did reboot the router  but to no effect. 

I updated the printer firmware when we started this troubleshooting process.

Again, I really appreciate your help!

[DavidSMP]

@Sylvana1,

I read your quick response and thanks for the update. Your splendid troubleshooting skills and great commitment are immensely appreciated. 

Try performing these steps for now.

• Update the router's firmware and check again.
• Remove the printer and install it as a USB Printer and select Apple AirPrint or Secure AirPrint and nothing else.
• Then try to convert the USB connection to a wireless one by following all the relevant steps from this link: https://support.hp.com/us-en/product/hp-envy-4500-e-all-in-one-printer-series/5304875/model/5304876/... (HP Printers - Changing from a USB to a Wireless Connection)

Now check if the issue gets fixed.

If it continues, then perform the relevant steps from this link: https://support.hp.com/us-en/product/hp-envy-4500-e-all-in-one-printer-series/5304875/model/5304876/... (HP Printers - Printer Not Found During Network Driver Setup (Mac)

• Step 1: Restart the computer, printer, and router
• Step 2: Check the network and printer connection status
• Step 3: Manually connect the printer to your network (wireless connections only)
• Also check for electrical, electronic and electromagnetic interferences from appliances like a Microwave, Airconditioner or Other Smart appliances connected to the internet. (Smart TVs, Smart Refrigerators, smart washing machines etc)

Now check if the issue gets fixed. Meanwhile, I will do some research and get back to you as quickly as possible.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[Sylvana1]

HI y'all,

Trying again before I go buy a new printer.  Router supports bonjour and is 2.4G.  Printer still says it is connected to wifi but no devices in the house can print to it wirelessly. Ideas?

Thanks!

[senan6806 · Accepted solution]

@Sylvana1

It looks like you were interacting with @DavidSMP, but he is out for the day & I'll be glad to help you out. 

Resetting the printer network settings and re-connecting it to your home WiFi may resolve the issue. Let's try these steps:

1.) Unplug your modem/router and leave it powered off.

2.) Restart your printer, from the printer control panel, touch (right arrow), touch Setup, and then touch Network. Touch Restore Network Defaults, and then select Yes.

3.) Power off your printer

4.) Reconnect your modem/router and wait for it to re-establish its internet connection.

5.) Power on your printer.

6.) Run Wireless setup wizard on the printer to connect it back to your network.

7.) On the printer control panel, touch (right arrow), touch Setup, and then touch Network.

8.) Touch Wireless, touch Wireless Setup Wizard, and then touch OK.

9.) Follow the display instructions to connect the printer to your home wireless network.

Once the printer is connected, use the steps below to remove and add the printer driver:

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

4.) Click the plus sign , click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select the name of your printer in the pop-up menu. Then click Add.

6.) Try to print and scan.

Let me know how it goes!

[Sylvana1]

Thanks so much!! It worked once, hopefully will keep working!!!

[senan6806]

@Sylvana1

You are welcome!

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us. Have a great day!